
Technical Support Expert
5 days ago
We are seeking a highly skilled Technical Support Professional to join our team. As a key member of our support staff, you will be responsible for providing top-notch technical assistance to customers.
Key Responsibilities:- Customer Interaction:
- Troubleshooting: Diagnose and resolve technical issues reported by customers via phone, chat, or email.
- Active Listening: Understand customer concerns, ask relevant questions, and empathize with their situation.
- Effective Communication: Clearly explain technical concepts to non-technical users.
- Product Knowledge:
- Microsoft Ecosystem: Develop expertise in Microsoft products, including Windows, Office Microsoft365, Windows on Surface devices, and more.
- Updates and Patches: Stay informed about product updates, patches, and known issues.
- Self-Service Guidance: Guide customers on using self-help resources and online documentation.
- Issue Resolution:
- Tiered Support: Escalate complex issues to higher tiers when necessary.
- Remote Assistance: Provide remote troubleshooting assistance using tools like Microsoft Remote Desktop.
- Case Management: Document interactions, solutions, and follow-up actions in the support system.
- Customer Satisfaction:
- First-Contact Resolution: Strive for first-contact resolution whenever possible.
- Professionalism: Maintain a positive and professional demeanor even during challenging interactions.
- Customer Feedback: Collect feedback and identify areas for improvement.
- Collaboration:
- Cross-Functional Teams: Collaborate with other teams (engineering, product management) to address recurring issues.
- Knowledge Sharing: Contribute to internal knowledge bases and share best practices.
- Quality Assurance:
- Adherence to Policies: Follow established support policies and guidelines.
- Quality Metrics: Meet performance metrics related to response time, resolution time, and customer satisfaction.
Technical Skills:
- Assisting with delivering post-install technical support.
- Troubleshooting post-install software issues (Windows, Office, etc.).
- Assisting with device network and connectivity issues (Internet, browsing, etc.) across platforms.
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